Membership and Contact Center Assistant

At the Missouri Botanical Garden, we're committed to creating meaningful experiences for people that inspire a love of plants and passion to protect them and their vital role on Earth --and in this role, you'll contribute to the commitment
 
This is a Part Time Temporary Position 
 
Summary:

As part of the Missouri Botanical Garden’s new Contact Center team, the Membership and Contact Center Assistant plays a crucial role in welcoming guests and helping them plan their visit. This position is responsible for sharing visitor and membership information, promoting upcoming events and Garden membership, processing ticket sales and memberships, and responding to questions by phone and email in our Contact Center and in person at the Visitor Center. This is a part-time, temporary position for a duration of six to nine months, working an average of 20-24 hours per week, including some weekends and evenings.

Essential Duties and Responsibilities:

·Provides members, visitors, and potential visitors with the most up-to-date information regarding Garden grounds, amenities, classes, and events on the phone, by email, and in person.

·Maintains a friendly and professional demeanor and resolves guest issues calmly while working in a dynamic environment. Directs inquiries that require escalation and reports on areas of ongoing concern appropriately.

·Processes ticketing and membership transactions and locates and updates constituent records with correct contact information in the Tessitura CRM.

·Maintains a thorough understanding of all membership levels and employs sales techniques to successfully convert visitors to members, upgrade existing members to higher levels, and upsell additional items to match patron interests to offerings and to meet revenue goals.

·Accurately processes credit card and check transactions and completes financial protocols associated with opening and closing procedures.

·Assists with administrative tasks when in the Contact Center, including membership fulfillment, restocking supplies, and data cleanup projects as assigned.

·Adheres to all applicable safety standards and reports all accidents, injuries, and near-miss accidents immediately to supervisor and/or safety and security staff.

·Meets expected attendance guidelines.

·Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.

·Behaves and communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors, volunteers, and the public.

·Performs other duties as assigned.

Qualifications/Experience:

·Minimum of one (1) year experience in a museum, box office, customer service, retail, or fundraising setting required.

·Proficient experience with a point-of-sale/ticketing system or CRM preferred. Experience with Tessitura, Freshdesk, or advance phone systems a plus.

·Scheduling flexibility that allows routinely working weekends, holidays, and some evenings required.

·Excellent communication and interpersonal skills; positive, energetic, and friendly demeanor. Capable of juggling many tasks and maintaining focus and a professional attitude while serving large numbers of callers and visitors.

·Ability to quickly compose clear and professional written responses to member and visitor emails.

·Must possess basic computer literacy and an adaptive and flexible attitude towards learning new technologies and troubleshooting in the event of technical errors.

·Willingness to work as part of a team required; proven ability to work collaboratively with internal team members for the purposes of achieving goals/objectives.

·Adheres to all health and safety policies/procedures.

·The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive COVID-19 vaccinations by hire date, and the Garden reserves the right to require future proof of current vaccination status, based on community health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain visas, vaccinations and immunizations for all countries where travel is required.

·The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Competencies:

·Communication: Combines listening skills, verbal and written communication skills and visitor relation skills.

·Collaboration:Incorporates teamwork, mutual respect, active engagement, cooperation and visitor focus.

·Accountability:Initiative to take ownership of responsibilities, the ability to prioritize and the working knowledge and skills to take action.

·Problem Solving:Blends problem solving skills, judgement and decision making skills along with creativity and resourcefulness.

·Stewardship:Merges the practical application of the Garden values and support for a positive organizational climate.

Education:

·High School Diploma or GED required.

·Bachelor’s degree in communications, non-profit management, or relevant field preferred.

Computer Skills:

·Basic computer literacy and proficient experience using Microsoft Office suite (Excel, Word, and Outlook) required.

·Experience with Tessitura or a CRM or point-of-sale system preferred.

·Experience with multi-line phone systems or Freshdesk shared email system a plus.

Physical Demands:

·Requires ability to answer and make a high volume of telephone calls and manage communication with members, donors, and volunteers.

·Ability to utilize computer keyboard (typing) and sit for extended periods of the work day.

·Must be able to lift and carry 20 pounds when transporting supplies and assisting constituents; occasional hands-on participation with event set-ups required.

·May be required to perform tasks at varying heights (i.e., step stool ladders, etc.).

·Ability to move up and down stairwells (multiple MBG buildings have stairs); move about facility frequently throughout work day; frequent standing, reaching and stooping - 25% or more of the workday may be spent standing on feet.

·Ability to drive in all conditions; members’ events take place at all sites within the Garden’s family of attractions.

·Must be able to work both indoors and outdoors.

Work Environment:

·Divides time between an indoor office setting (shared work space requiring the ability to operate standard office equipment to include computer, copier, fax machines, and other equipment) and indoor front-facing Visitor Services desk.

·Ability to work outdoors in all weather conditions (i.e., humid conditions, temperatures over 100°F as well as temperatures below 0°F, in rain, snow and other inclement weather conditions as needed) during certain special events.

·Comfortable working in immediate proximity to general public and abiding by Garden safety protocols.

Contacts with Individuals/Organizations inside/outside the Garden:

·Institutional Advancement Division staff and volunteers.

·Visitor Operations Division staff and volunteers.

·Garden members, donors, visitors, volunteers and vendors.